how to configure comments to be updated when sending emails

Question

hello all,

So i have 2 projects that have the configuration as following:

1. when any comment is placed in the ticket, IT helpdesk will receive an email with the changes, if you reply back to that email the comment will be updated / added in the ticket.

2. if i put the ticket number in the subject of the email and send it to helpdesk, it will be automatically updated / added in the ticket.

i need to do the same configuration for some other projects, but i am unable to find that option anywhere, as i have search in all the configurations and validated the differences.

if someone has an idea please share if possible..

Thank you,

ahmed.i · Answer

Thanks i'll check.

Patricia Francezi_iDev_ · Answer

@ahmed.i hello

Its seems your projects are using automation to update the tickets, but not sure.

If you're project administrator, please check the project settings / automation from your "old" projects.

Check the automation rules that you have in place.

If its not there, can you please share where did you look for configurations?